Last updated: October 8, 2025
OVERVIEW
This policy explains how Food With A Twist (“we,” “us,” “our”) processes and delivers orders. By placing an order, you agree to the terms below. Questions? Contact us via the contact tab.
PROCESSING TIMES
• Standard processing for non-perishable items: 1–3 business days from order confirmation.
• Custom, pre-order or made-to-order items may require additional time (as indicated on the product page or at checkout).
• Orders placed after 12:00 pm ET, on weekends or on U.S. holidays begin processing the next business day.
SHIPPING (NON-PERISHABLE ITEMS)
• Available carriers and rates are shown at checkout based on destination, weight and service level.
• Transit times shown at checkout are carrier estimates and are not guaranteed.
• Shipping fees are non-refundable.
ORDER TRACKING
• You’ll receive a shipping confirmation email with tracking once your order leaves our facility.
• Tracking may take up to 24 hours to update after carrier pickup.
LOCAL PICKUP & LOCAL DELIVERY (CATERING / “BY THE PAN”)
• Perishable food items are available for scheduled local pickup or local delivery within our service area.
• Lead time: Please submit requests as early as possible; we generally require at least 48–72 hours for catering pans (larger events may require more notice).
• Delivery windows will be confirmed after your request. If no one is available to receive the order during the window, a re-delivery fee may apply.
• Pickup details (time and location) are provided in your confirmation. Please arrive within the agreed window to ensure food quality.
PERISHABLE & TEMPERATURE-SENSITIVE ITEMS
• For safety and quality, perishable items (including any infused items) are not shipped and are available only for local pickup or local delivery.
• You are responsible for proper storage after pickup/delivery (e.g., refrigeration/heating). We are not responsible for issues arising from delayed pickup/acceptance or improper storage.
ADDRESS ACCURACY
• Enter your shipping or delivery address carefully. We are not responsible for delays or non-delivery due to incorrect or incomplete addresses.
• Contact us immediately for address changes. Once an order is in transit, changes may be impossible or may incur carrier fees.
UNDELIVERABLE OR REFUSED PACKAGES
• If a package or delivery is refused, undeliverable or cannot be delivered due to address issues or no one available to receive perishable items, the order may be returned or disposed of for safety.
• Re-delivery or replacement, when possible, may require additional charges. No refunds.
DELAYS OUTSIDE OUR CONTROL
• Weather, carrier backlogs, traffic and other events outside our control can affect delivery timelines. We’ll assist where possible, but delivery dates are not guaranteed. No refunds for carrier or force-majeure delays.
RISK OF LOSS; LOST OR STOLEN PACKAGES (NON-PERISHABLE)
• Risk of loss transfers to you upon carrier acceptance. If tracking shows “delivered” but you didn’t receive the package, check with neighbors/household members and contact the carrier; then email us with your order number.
• Replacements or store credit may be considered case-by-case after the carrier’s investigation. No refunds.
ORDER CHANGES & CANCELLATIONS
• Non-perishable items: Requests to change or cancel must be received before the order ships.
• Catering/perishable orders: Changes or cancellations must be requested before we begin preparation. Once prep has started, the order cannot be canceled.
• Approved cancellations (before fulfillment begins) may be eligible for store credit only. No refunds.
DAMAGED OR INCORRECT ITEMS
• Inspect your order upon receipt. For non-perishable shipments, email photos and your order number within 48 hours if items arrive damaged or incorrect. For catering/local delivery, report issues at hand-off or within 2 hours.
• If verified, we may offer a replacement or store credit at our sole discretion. No refunds.
INTERNATIONAL SHIPPING (IF OFFERED)
• Duties, taxes and import fees are the customer’s responsibility and are not included in our prices.
• Perishable items are not available for international shipping.
CONTACT
For assistance with shipping or delivery:
• Contact Us via the "CONTACT" tab.
• Include your order number and relevant photos (for damage claims).